HTC Sensation Nightmare - Update!

Well many things have happened since the original post about my HTC Sensation.  This post is a chance to complete the story.

You will recall that my HTC Sensation is a train wreck of reliability that randomly turns itself off as well as having various other software bugs.  HTC's only solution has been to do a factory reset which they promised would resolve any problems caused by apps, and problems/corruptions in the provided Android operating system.  When I rejected that solution as unacceptable because it is an unreasonable requirement on the customer to repeatedly reset/reformat a phone due to bugs inherent in its design, I was told the only option was a repair (where the first step is a factory reset naturally).  I rejected this because I knew that I would only receive a reconditioned replacement handset, not an actual repair to my own and like a factory reset, a replacement would not resolve problems inherent in the handset's software and hardware design.  A reconditioned handset would effectively be someone else's faulty handset that has been cleaned up and factory reset before being sent out to someone else (perhaps with some testing).


Firstly about a month after my blog post I found a page on the HTC website blog entitled "Your phone. Your thoughts. Tell us what you think" so I did in rather blunt terms!

HTC Blog - Tell us what you think

Funnily enough there were a lot of other people expressing deep disappointment with their HTC handsets.  I got a (very prompt) response from HTC's head of social media Darren Krape, and I forwarded him details of the myriad of problems I had experienced with my handset including bugs I had reported that still hadn't been fixed.  He passed my details on to a Customer Service manager at HTC UK who offered a repair.  This was rejected for the reasons already mentioned.


An aside at this point is another problem I found.  When I got a message from HTC tech/customer support it sometimes requests a login.  I don't have a login (and I couldn't find a way to create one!) so I try and request my login details using the "forgotten your password" option which also fails.  This is pretty much par for the course with HTC - a support portal that just doesn't work!


The Second thing is that in July 2012 HTC publish some sobering financial results (Q2 2012 financial results: 57.8 percent net profit drop) which leads Chief Executive Peter Chou tells his staff to "Kill Bureaucracy" Engadget Bloomberg.
To me this is a massive mea culpa from HTC.  While it may be a welcome admission that they have thoroughly messed up it is also a sign of desperation.  Companies only apologise when they really really have to because 1. People just aren't believing the marketing blurb any more, and as a result they aren't buying the products! and 2. they have annoyed so many existing customers that they've crushed their repeat business too.

Nice try, Peter.  Rather than telling us all how sorry you are that you've realised what many of your customers have already found out to their cost; why not sort out your massive massive quality issues, as well as fixing bugs quickly, updating handsets regularly for at least 2 years after launch, etc etc.


The third thing that happened is that I wrote to Peter Chou.  Having received no satisfactory solution from the normal customer/tech support channels I figured the guy at the top was in the best position to give a solution, unrestrained by the tech support scripts.  I have done this before with other companies and usually been impressed at the way those at the top will sit up and listen to a genuine problem from a customer and will see it resolved properly and quickly.  Used very sparingly when other channels have been exhausted this approach is effective and can be mutually beneficial: Customer is delighted when complaint is taken seriously by those at the top who comprehensively try to resolve it; and Company gets massive walking advert from delighted customer who is only too happy to tell anyone who will listen what an excellent experience they've had from that company.

Well you can probably guess what happened.  I sent my letter to head office in Taiwan, and it took over a month to get any reply.  I received no reply from Peter Chou, nor any of his colleagues at head office, as my letter was passed to the same HTC UK support office that had already, and repeatedly, offered unacceptable resolutions to the problem i.e. nothing more than a repair.  To have my letter ignored by HTC Head office like this was an insult.  In the end, in complete exasperation, I gave up and finally accepted that my HTC Sensation is a big pile of crap and HTC don't give a rat's sphincter about it, or losing a repeat customer as a result.  Remember this above all when you're handing over hundreds of pounds to buy a HTC handset that you may be stuck with for 2 years or more.


I should say that, save for one exception, all the agents I have spoken with at HTC have been polite and courteous at all times, and this is a serious achievement for any customer facing roll which is inherently stressful.  Even more so here as 1. Tech support is difficult at the best of times; and 2. If my experience with HTC products is anything to go by, HTC support agents are likely to be getting a lot of incoming support requests from very upset customers!  Courtesy doesn't solve the problems I've had, and it is those problems that mean I will never buy HTC ever again, and will make sure as many people as possible know this as well as the reasons why.  That said courtesy counts for a lot; and hasn't gone un-noticed.



For now my handset struggles on because I refuse to ditch a £500 handset that isn't even 18 months old, and I can't afford a replacement anyway.  I have managed to resolve the main problems to make this more tolerable.:
1. HTC Locations starting when I put the handset in its Car cradle.
Solved by completely disabling HTC Locations.  Apps built into the stock ROM cannot be uninstalled, but they can be disabled.  To do this go to Settings | Apps | All Tab | Select the App in question | Tap the Disable button.
This is also great for disabling HTC widgets that demand every permission Android has available which is a massive security risk.  Clock/Stocks/Weather widgets do not need the ability to access "Services that cost you money", "Your messages", "Your personal information", "Your accounts" etc.

2. Random SD card removal bug
This still crops up from time to time and only when I'm playing MP3 music (in Mixzing which otherwise has been fault free), and using Google Maps.  The phone reports that the SD card has been removed unexpectedly - with both music and maps stopping.  Only solution is a reboot.  I've found no solution to this.

3. Random Turn offs
This was primarily resolved by removing an app called "TasKiller", but they do still occasionally happen.  This turned out to be a physical problem with the handset.  I think the battery was able to move about just enough to lose contact with the handset terminals.  This was resolved by inserting a business card between the aluminium unibody and the battery.  The phone screen now bulges slightly, but perceptibly, above the unibody edge.

The business card bulge is now an ever present reminder of the costly mistake that was buying HTC!

My HTC Sensation Nightmare

Introduction

My HTC Sensation (A touch screen smartphone running Google's Android OS if you're not already familiar) has been a complete nightmare since I bought it in 2011.   It turns itself off so often (and seemingly at random) that it just cannot be relied upon.  HTC, the manufacturer, has been completely uninterested in actually trying to debug and resolve the problem.  I've had better support from authors of £3 apps in the Google Play store than I have from the company that sold me a £500 phone.

The story

I bought my HTC Sensation in late June 2011, shortly after it was launched in the UK.  It cost me £465 and was was bought "SIM Free" - in other words it isn't locked to, or branded by, a network operator.

My previous handset was a HTC Hero that was frustrating because it was slow, and because of the 9 months it took HTC to produce the promised upgrade from the Android version 1.5 to version 2.1.  Despite that I decided to give HTC another chance and bought what was, at the time, their top of the range handset.

At first my new HTC Sensation was lovely and worked very well but after three months it started turning itself off at random.  At first this happened when it was in my pocket but soon started happening when it was in use (web browsing, phone calls etc).  I thought it was a silly bug from an App I had updated so I undid all the App updates I had done in the last week.

That didn't resolve the problem, so I contacted HTC technical support.  A new battery was suggested, but I was told I would have to buy it myself.  After escalating this to a Tech Support Care Manager, a replacement battery was sent out free of charge.  This didn't resolve the problem and the random turn offs continued.  Several other debug steps were considered, but none of these resolved the problem either.

The only solution HTC would offer at this point was a repair and before that could be done I had to do a factory reset of my handset to see if that solved the problem.  The fact the Care Manager wasn't sure if this would solve the problem was a clear indication that the bug wasn't understood or diagnosed; just that this was the next option on the script.  I refused to do this because:
1. HTC wouldn't guarantee it would resolve the problem.
2. HTC wouldn't guarantee a reset would prevent the problem happening again.
In other words they had absolutely no idea what the problem was and how to resolve it.
Also I wasn't happy about the repair, because it wouldn't involve me having MY handset repaired, I would just be sent someone else's faulty handset as "Refurbished".

Performing the reset, then restoring my Apps and data from backups was likely to take at least two evenings.  This is time I could better spend doing other things especially if there was no indication whether it would be successful in resolving the problem. 

I should say that, in fairness, the HTC Care Manager was courteous at all times despite my frustrations and I feel she did everything HTC's policies allowed her to do.  Unfortunately those policies were pretty useless when it came to resolving this problem.  No effort was actually made to debug the problem and find out why it happens.


The turn offs manifest as the screen suddenly going blank.  It isn't the normal graceful shutdown triggered from the power button; but it isn't as instant as removing the battery, as the backlight sometimes lingers for just under a second after the screen goes blank.  This would rule out either the handset shutting down for reasons like a low battery; or a mechanical problem with the build quality that is not keeping the battery in place.  This is clearly a fault with the firmware, something that is reinforced by the battery usage tool.  After each random turn off happens there is a gap in the battery usage, preceded by a flat line.  I should note that so far these turn offs have only ever happened when the phone is battery powered, not when it is connected to a power source.

I have included three screen grabs below:

The first shows the battery level flat line, then after the first turn off the battery remaining shows a very sudden and steep drop, followed by a further sudden turn off (which happened while the device was booting up again).  Once turned on the second time the remaining battery charge leaps up significantly despite not having been connected to any external power source.

The second shows the battery usage flat line, then a gap when it turns itself off.  Once turned back on again the battery level has dropped significantly but then flat lines for a significant period.

The third happened the other night and shows it turning off about an hour into a phone call.  The gap is one of the biggest I've seen - but the only thing it was doing was a phone call.  Once turned back on the battery usage flat lines for a long time.

My theory is that the Android system process that monitors battery level, that should be running all the time, somehow stops or is interrupted for a significant period.  When it starts running again it thinks that the battery level has dropped a relatively long way in a time period of less than a second.  It extrapolates this into a usage rate that will flatten the battery in only a few more seconds - the OS Kernel goes into a panic and turns the phone off immediately in a defensive move.  I'm not sure this is entirely accurate but since I don't know how the Android system works, especially with HTC's customisations, it is my best guess.  My theory is supported by:
1. The "Time on battery" in the battery usage tool often being understated significantly.  For example I take it off charge when I go to work in the morning, but by the time I go home in the evening (and have had a couple of turn offs during the day) it is reporting a time on battery of only three hours.
2. The battery tool sometimes shows a "Refresh" button at the top but not all the time almost like it doesn't always know when it should be updating itself.

Other steps taken to solve this include:
1. Refreshing the battery by running it to zero and fully charging from the mains.  Doesn't work as on more than one occasion I've had the phone turn itself off repeatedly on the day immediately after the refresh!
2. Only charge the phone from the supplied (5V 1A) mains adaptor, not the USB socket (5V 0.5A) on a computer.  This did reduce how often it happened but didn't eliminate it completely.  It also means that now I cannot connect my phone to my computer at all because doing so (even when fully charged and/or only for a short period) causes many turn offs for the next day or two.  This further confirms that there is a big problem in the way the handset tracks battery charging/usage if it cannot cope properly with USB charging.  My HTC Hero handset was charged from a USB socket for 2 years without these kind of problems.
3. Reformat the SD card.  No change
4. Update to Android 4.0 (Ice Cream Sandwich).  No change.

Unfortunately the problem cannot be recreated on demand, and after a reboot the handset flushes its activity logs so I cannot find out what was happening at the point the handset turns itself off.


Either way this is a serious bug that should be investigated and resolved not just ignored in the hope that if someone resets their handset enough or gets a reconditioned one through a "repair" the problem may not reoccur.

This isn't the only serious problem I've had.  Another happens if I am listening to music and using the Google Maps app for directions and traffic updates while driving only for the music to suddenly stop with the handset flashing up an alert about the SD card being suddenly ejected.  The SD card slot is inside the phone so there is no way it could have been ejected - at least not when I'm driving!!  Like the sudden turn offs this bug cannot be recreated on demand, but it does seem to happen only when Google Maps is running.


This all sums up why I consider my HTC Sensation to be the worst £500 I have ever spent.  I don't hold out much hope of it being fixed now as the handset was launched 12 months ago so I doubt HTC even support it now (this isn't as silly as it sounds!).  In the 12 months I've owned it I've had one incremental update, and one major update.

I don't know what my next handset will be, but I do know it will not be a HTC handset.  If you are considering a HTC handset yourself, I strongly recommend you look elsewhere.  Life is just too short to waste on buying HTC.

References

Some links that you may find useful:

HTC Forums: Automatic shutdown for no reason

HTC Forums: Random Restarts

T-Mobile UK Support Forums: HTC Sensation Keeps Turning Off By Itself 
Note: At time of publication this link wasn't working but it appears to be a fault on the T-Mobile website.



HTC's repair service featured on BBC TV's consumer affairs program "Watchdog":
HTC: is their customer service 'quietly brilliant'?


Someone who had a terrible experience with HTC's repair service, and many comments from others who found the same:
HTC Repair Complaint – My Customer Service Nightmare

My First blog post - Welcome

My First blog post - Welcome 

Hello and welcome to my new blog.

The main intention of this blog, and the entries I'll write for it, is to provide reviews of my experiences with the products and services I encounter and interact with in my daily life.  The focus will be on the overall User Experience - Practical reviews if you like?

Reviews, certainly with respect to a technology gadget, are usually written by a Journalist after spending anything from a few hours to a day or two using a device.  A typical review will comment on the breadth and depth of the device's features offered, the general usability, an assessment of price to performance, it's specification in relation to peer devices, and so on.  By their nature they cannot really provide an insight into how reliable the device is after six months of use; the quality and ease of getting technical support from, or report a bug to, the manufacturer; whether the manufacturer acts on those bug reports; how well the mechanical build quality of the device stands up to ongoing usage, how well any upgrade process works, and so on.  It is these latter points, that I intend to cover.

Like many other blogs I'll probably also post about other various stuff I've done and stuff that is on my mind.
In all cases you're invited to respond via the comments below.

I hope you find my blog posts enjoyable, interesting and useful.  Thank you for reading.
Paul


Some background:
The main motivation behind starting this blog is my current "Smart Phone".  Unfortunately it isn't that smart because there are several significant bugs in it's software that render it unreliable to the point of useless - indeed the opposite of Smart.  All will become clear when I publish my Practical review of it soon.  I did my research before buying it from reviews published by reputable technology websites.  Those reviews gave high praise for it and good ratings, but they were limited to the kind of review I mention above.  They certainly didn't give any indication of the reliability problems I would face after a few months of ownership; and to expect them to is, perhaps, unreasonable due to their very nature.  However the reviews are not updated to give extra information how a device performs outside of the restricted view of the review.

My reviews, written and published after months of use/ownership, rather than around the point a product is launched into general sale, may sound a bit counter intuitive as anyone considering a purchase will have already bought one and by then the product may have been replaced by a newer model.  However I think the reviews will still be useful as an indication of how different companies value things like good design (Mechanical and User Interface), Quality Control, Bug fixing and updates, and the overall User Experience.  They may also be useful to others who have experienced problems with the things I have reviewed and are wondering "Is it me?".

I don't intend for this to be a purely negative affair.  There are devices I have used that demonstrate they were well thought out at the design stage, are reliable, and perform their intended tasks very well.  There are companies that have provided me with good service, perhaps in the course of their business or in resolving a problem I have had with them or a device they have manufactured.  I'll be including Practical reviews of these things too.